Sinch Community

When you submit a support ticket to Digital Interconnect, the general rules for defining a severity of a ticket are as follows:   Severity Description S1 CRITICAL (Severity one) A Severity 1 problem consists of a fault that renders the whole or an important part of the Service unavailable. This applies to a total outage of the Service or rejection of more than 20% of incoming orders from a client’s interface due to server failure. Network outage – Input interfaces not reachable Database outage – traffic not processed. Messaging gateway outage (http(s)/smpp) Application outage (message manager, content manager, ppg). Note: For Platinum customers, this means across all the Digital Interconnect platforms and 20% of the messages during the customers selected time frame. S2 HIGH (Severity two) A Severity 2 problem consists of a fault causing acute operational problems creating significant business impact (for example, considerable service restriction like the rejection of less than 20% but more than 5% of incoming orders) Customer unable to connect (http(s)/smpp) Short code(s) not working Customer not receiving MO’s MMS platform outage All messages to a particular destination not delivered Global notification issue. S3 MEDIUM (Severity three) A Severity 3 problem consists of a fault, which causes non-acute operational problems (for example, delays in sending SMS to the Mobile Operator or unavailability of the service details). Delivery delays Customer not receiving notifications or handset acknowledgements Extranet unavailable Messages duplicated. S4 LOW (Severity four) A Severity 4 problem consists of a fault causing inaccuracy in respect to the service details available to customers on the Extranet. One or a limited number of messages not delivered Ported number issues TPOA issue Concatenation issue Extranet statistics incorrect Blacklist number WAP push or mms send not working Message syntax inquiry Special characters sent incorrectly or extra characters inserted in message Messages truncated Requests for information, no fault Add / Modify IP Account Routing – new and changes New Account Setup Change MO URL Change of contact information Request for specifications documentation Request for test routes.   ... View more

Question Is it possible to disable the ID and password required to access Digital Interconnect applications or messaging hub?   Answer No. The ID and password cannot be disabled as they provide an added layer of security and identification when interacting with the Digital Interconnect messaging Hub. ... View more

Question What do you do if you want to change your organization’s business or technical support contact details?   Answer Please contact your Sinch Account Manager. ... View more

Question You are attempting to bind but are unable to establish a connection?   Answer This is a common problem and occurs when you lose the connection and then try and log in too early, before the session has timed out on the Digital Interconnect side. When you attempt to log on again, the previous session is still active and so the log on fails because there are too many active sessions. This will continue until:   You manage to log out cleanly from your live session (a confirmed unbind) You drop the session long enough for it to time out on the Digital Interconnect side You restart the application from your end. You must wait for at least a minute, and then you should be able to successfully bind, because all the live and 'dead' connections that were generated by your earlier attempts to bind will have been dropped.  If you still cannot connect, contact the Digital Interconnect Service Desk. Please refer to the Digital Interconnect Customer Support Document for full details of the Support Process and the guidelines for determining what information you need to include in your ticket email.   ... View more